Trizetto Provider Solutions

MARKETING WEBSITE USABILITY TESTING

How can we confirm that a redesigned corporate website resulting from a corporate merger will be understood and useful to individual divisions’ clients and prospects?

RESEARCH OBJECTIVES

  • Determine if the new corporate identity branding is confusing to clients and if so, in what ways?
  • Learn if current clients understand they are on the right website after being redirected
  • Learn whether the proposed site is easy to navigate and contains information visitors seek

TrizettoUsabilityTest

KEY INSIGHTS

Respondents are receptive to the look of the new site, however some are initially uncertain or confused about whether or not they are on the right site after being redirected. Some current clients are unsure if they should click on “Client Login” or “Member Login.”

Both current and prospective clients would visit the website looking for information about specific products and services, industry information such as ICD-10, pricing, type of support TriZetto offers and contact information.

HOW TRIZETTO PROVIDER SOLUTIONS USED THE INSIGHTS

TriZetto revised the website under development to clarify and add content and features that clients and prospective clients most frequently seek. For example, the TriZetto Provider Solutions dropdown menu includes the specific products and services offered by each division.

WHAT WE DID

We conducted 10 in-depth interviews over WebEx with current and prospective TriZetto Provider Solutions™ clients. The proposed website was under development and not available for traditional usability testing, so we developed PowerPoint mockups of the proposed site for review using a combined methodology of WebEx and teleconference technology. TriZetto representatives were able to dial into the interviews to hear test results in real time.

“Beyond customer recognition of our new corporate name, we needed to learn what information current and prospective customers most frequently seek on our website and how quickly they are able to find it. The final site revised after this user research helped boost company revenue because it helped visitors more easily learn who we are, what we offer and how to contact us.”

Jason Essner
Web Marketing Manager, TriZetto Provider Solutions